Little Hotelier Reviews

“outdated and unreliable mess”

Pros

It's terrible as it constantly crashes, is outdated and even causes overbookings.

Cons

They haven't invested a single cent in development in the last 15 years.

“channel sync failures hurt badly”

Pros

They move quickly when it comes to selling the product, the initial support is very good, the interface is simple to use and they also have an app that can be useful when managing things remotely.

Cons

The channel synchronization is far from reliable and leaves a lot to be desired because it goes down often. During high season, that can lead to overbookings and after the first three months the service quality drops significantly, with no immediate solutions when problems come up.

“billing and support nightmare”

Pros

Only thing that seemed promising was that the software was supposed to connect with a wide range of booking channels.

Cons

Customer service was terrible. I signed up for the 30-day free trial and sent several messages to the sales rep with questions about how�the system�worked but never got any replies. Even though they kept sending reminders to activate�the software which I never actually did, they still began charging my card automatically. I emailed multiple times to cancel and their response was that I had to call to cancel instead but their phone lines only worked part of the time. On top of that the staff came across as rude. We ended up choosing a different software because the service and support were so poor.

“booking engine no longer suits us”

Pros

For most of the last 10 years, the system worked well and I was satisfied with it but that has changed recently.

Cons

After being with�the platform�for more than 10 years, I had been happy with the product until they suddenly changed the look and layout of the Booking Engine that guests use. Since that update, it has become much harder for guests to tell which accommodation unit is available and on what dates. That really matters for small properties like ours, where each unit is often different and many returning guests want to book their preferred one. It is like�the company�is simply shifting all of its clients onto the Siteminder Booking Engine which seems built more for large operators and stylish accommodation than for small businesses like ours.

“very poor layout”

Pros

Unfortunately, there was nothing about this software that worked well for us or left a positive impression.

Cons

Pretty much everything was a problem like the program layout, the support, customer service, the email communication, the staff and the long, drawn-out processes.

“worst booking system experience”

Pros

Nothing at all. This is easily the worst booking system I have dealt with.

Cons

It�is really poor and the customer service is terrible. It was so bad that I ended up moving to a different booking platform after just two months.

“support keeps missing the issue”

Pros

It offers a great set of features for a small accommodation property, with everything kept in one place. The system is easy to use and the mobile app is especially useful when I am away from the desk because it includes plenty of handy functions.

Cons

The biggest frustration has been dealing with chat support because they often don't seem to actually read what I have written. A couple of months ago, I had a problem with a direct booking made by a guest that couldn't be checked in, edited or have payment recorded. I know�the system�very well, yet the live chat agent spent time explaining how to edit a booking from the beginning, while ignoring most of the details I had already provided. In the end, they finally recognized there was a real issue and escalated it. Now I am facing the same problem again with another direct booking, even though many other bookings in between have worked normally. Once again, the chat agent doesn't seem to understand that there is an actual system issue and has asked me to repeat the same troubleshooting steps as before, such as deleting the guest email and typing it in again manually which I had already explained does not solve anything. Around the recent Christmas period, I also had problems with double bookings and it took far too much effort to get that escalated before they confirmed the fault was on their side. At that point, I honestly felt like I understood�the system�better than the chat staff and I was told the team involved would receive more training. Now I am still dealing with support staff who reply without properly reading my messages and that is just not acceptable for the amount I am paying. There is a lot about�the platform�that I genuinely value but with less expensive alternatives available, I expect much better support quality.

“offer way too terrible support”

Pros

Nothing major except it offered the promise of being a functional PMS for small hotels.

Cons

Customer service has been atrocious and�the system�overall is very slow.

“onboarding headaches are annoying”

Pros

The sales team does a really convincing job of presenting everything the platform is supposed to offer and it all sounds excellent at first. Unfortunately, that promise doesn't translate into the actual experience. The onboarding process has been a nightmare and even after two years we still keep running into ongoing issues.

Cons

There is very little proper onboarding, no real accountability when problems come up and basically no account management or service to help resolve anything.

“poor support and little care”

Pros

Simple enough to use, although it doesn't feel very user-friendly.

Cons

They really don't seem to care about you or the problems you run into.

“free trial is a billing scam”

Pros

Nothing about it stood out positively. I chose to go with other options instead and submitted a cancellation through the website contact form during the free trial.

Cons

Its free trial is like a scam. We didn't like�the software, so I requested cancellation during the trial using their online form, yet I was still invoiced and money was taken from my account without authorization. I called them and explained that the form had been completed within the trial period, confirmed again that I wanted to cancel and asked for a refund but I still haven't received any email confirmation or my money back. They even called during the trial and I clearly told them I had already canceled but the customer service representative did nothing to make sure the cancellation was actually processed. Now I have also received a second invoice which I am disputing too. Customer support was awful and kept asking for reference numbers even though their online cancellation form never provided one. I had seen earlier warnings about�this company and people really should take them seriously. Do not sign up for the free trial because you may not be able to cancel it.